TrustMark Customer Charter

This Customer Charter outlines TrustMark’s commitment to all our customers: registered firms, members of the public and our partners.

TrustMark is the only Government-backed ‘find a tradesman’ scheme covering over 50 trades in and around the home. We signpost consumers to quality local firms and expert trades people working to Government-endorsed standards.

We see our role as providing all our customers with choice, confidence and protection.

TrustMark’s bold vision is for a future where rogue traders are effectively eliminated from the market. We aim to do that through the widespread recognition of Trustmark as the quality mark to look out for.

Our Values

TrustMark is committed to monitoring, safeguarding and raising standards.

TrustMark believes in a collaborative approach, bringing people together, building partnerships and working with others who share our vision.

TrustMark stands for fairness, openness and consistency.

TrustMark is positive and pragmatic, always looking for a fair resolution to all parties.

TrustMark goes the extra mile for its customers.

TrustMark is committed to a not-for-profit, social enterprise ethos.

TrustMark believe that there is always room for improvement.

This means that, in providing our services we will be:

Open, honest and helpful.

Keen to work with its customers, members and partners to achieve positive outcomes.

Striving to deliver excellent customer satisfaction.

Welcoming your views and feedback on how we can improve our services.

What you can expect from us:

A service that gives you confidence – TrustMark registered firms are checked for: industry best practice, customer service and technical competence by their nominated Scheme Operator.

We can provide our consumers tools to help them work well with the firms, including apps, videos and a website and blog full of advice and information from consumer protection experts.

Access to assured advice – we can offer our members and consumers Assured Advice should you ever need it.

Excellent customer service - we will provide you with prompt and courteous service, our staff will be helpful and well-trained and will treat you with professionalism, respect and confidentiality.

When you telephone us:

We may not be able to answer all calls immediately, but our aim is to be available from Monday to Friday from 9-5:00 p.m.

We will return telephone messages within one working day.

We will give you our name so you know who you are speaking to.

We will redirect you to another service whenever we can if TrustMark is not the right organisation to help you.

We will put ourselves in your shoes and will aim to help you the best and most efficient way we can. If we can’t resolve your problem straight away, we will keep you informed.

When you write to us:

We will acknowledge your letter or email promptly - within 3 working days.

We will provide a response without unreasonable delay - within 5 working days.

We will ensure that our response is always the best we can give at that time, written in clear and unambiguous language.

When you contact us via social media:

When you tweet us, post on our Facebook page or contact us via the other social media channels.

We will acknowledge your message promptly, usually within one working day.

We may ask you for your contact details so we can take the conversation offline and deal with any queries more easily by telephone or email.

We will avoid getting into extended conversations on social media, particularly in order to avoid breaching our privacy policy.

If things go wrong:

If you have a dispute about a TrustMark-registered firm, one of our approved Scheme Operators or even about TrustMark itself and you are struggling to achieve a resolution, we have an easy to use and simple dispute process, which is set out on our web page 'If things go wrong'

Our privacy policy:

We are committed to safeguarding the privacy of any data we hold for whatever reason including the data displayed on our website and that supplied to us through the use of a TrustMark app.

We comply with the Data Protection Act and we take the issue of privacy and security of data very seriously. For further information on our Privacy Policy, refer to our Privacy Policy

Help us to help you by:

Treating our staff with respect and courtesy.

Assisting us to understand your needs clearly by providing us with full and accurate information.

Giving us the necessary permissions we may request in order to help you.

How to contact us:

TrustMark is the only Government endorsed standards scheme for trades in and around the home. Registered Firms gain accreditation following thorough vetting and on-site inspections completed by independent, qualified inspectors